Oracle 1Z0-1064-21 : Oracle B2B Service 2021 Implementation Essentials

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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

Question 1

You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browserpage or not.
B. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currentlyon the Engagement Cloud browser page or not.
C. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
D. Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.

Question 2

Which three types of data are included in the interaction associatedwith a normal call flow?

A. Agent name
B. Channel
C. Start time of the call
D. Contact name
E. Service Request create date

Question 3

Oracle Engagement Cloud provides tools to add or modify which six types of entities?

A. Objects
B. Exports
C. Fields
D. Object workflow
E. Roles and privileges
F. Themes
G. Reports
H. Icons

Question 4

Identify three considerations before starting the configuration of assignment rules to service requests.

A. the rule sets you want to create and the rules to include in each rule set
B. the attributes of service requests to use as criteria for your rule assignments
C. the attributes of queues to use as criteria for your rule assignments
D. the candidates of service requests to use as criteria for your rule assignments
E. the candidates of queues to use as criteria for your rule assignments

Question 5

Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasonsfor this behavior?

A. You entered a toolbar height that is not more than 70 pixels.
B. You have not enabled the Computer Telephony Integration (CTI) service.
C. The signed-in user does not have the appropriate access privileges to a toolbar.
D. The only toolbar enabled is the default one, and you must configure at least two.
E. You did not enable the vertical toolbar which is required, while the horizontal is optional.

Solutions: